Sharing the same service environment leads to direct and indirect interactions between customers that can either enhance or damage a customer's service experience. Especially in situations where customers are observing complaint situations of others, negative effects can be transmitted to the...

Within the labor relations paradigm, employee voice is broadly defined as the ways and means through which employees have a say and influence organizational issues at work. Whilst we know much about employee voice in the Anglo-American (developed) world, we know much less about how employee...